Client Success Executive

Role Overview

• The Client Success Executive role is responsible for driving client success, achieving trusted advisor status with client executives and growing revenue for their assigned portfolio of accounts.
• They will be responsible for expanding existing services opportunities and the development of new cross-sell engagements.
• The Client Success Executive will also serve as the central coordinator and liaison for interactions between MCA Connect and the client after an implementation project has been awarded.
• In addition, the Client Success Executive will serve as an escalation point for the client beyond the Project Manager and for the MCA Connect Project Manager or Delivery Director.
• The Client Success Executive function is primarily a non-billable role, however, it is expected that some consulting and project management related activities carried out by the Client Success Executive will be billable.
• Work with the client and the MCA Connect implementation team pre-engagement to establish project satisfaction criteria and also quantify project ROI metrics.
• Measure success achievement with the client during and post implementation.
• Collaborate with internal marketing to create case studies and seek customer testimonials after go-live.
• Perform quarterly or semi-annual business reviews with the clients to assess project ROI and advise on ways to continue improving business operations efficiency and effectiveness through MCA Connect’s service and product lines.
• Bi-Weekly calls with clients to address open issues, work requests, etc.
• Execute Client Satisfaction Surveys
• Meet monthly with the MCA Connect Executive Sponsor to provide account updates and to plan/strategize on next actions.
• Participate in periodic calls with the Managed Services team to assess status of issues/cases associated with assigned accounts.
• Develop an annual business plan for each portfolio client and execute against that plan while also adjusting based on client requirements.
• Perform internal Quarterly Business Reviews with progress against the annual plan.
• Identify opportunities for additional products and services with assigned accounts and work with field sales (where applicable/mandated) and pre-sales team to prepare, deliver, and close scopes of work.
• Coordinate with Service Line Managers and Subject Matter Experts to collectively engage with designated clients.
• Participate or lead (when Client Success Executive is primary seller) in transitioning sold projects to the MCA Connect Project Team.
• Work with the MCA Connect Marketing team to establish aligned value add communications via newsletters, blogs, and events.
• Work with the MCA Connect Sales Leadership Team to review opportunities, set opportunity strategy, and update resource forecast.
• Ensure the internal CRM system is kept up to date and accurate across account, contact, lead, opportunity and project data.
• Meet with Microsoft Dynamics 365 SSPs, AE, TSs, Sales Managers, etc. whenever possible, to enhance our relationships with Microsoft and generate new business opportunities.
• Work in concert with your client Project Manager to take ownership of a section of the project reporting, steering committee presentations etc...
• Participate in status review meetings for active projects with Project Manager and client.
• Review Change Orders Requests.
• Monthly review of customer EVAs and Account Receivable.

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• Minimum of 5 years of experience with sales or consulting in client facing business applications service delivery roles
• Minimum 2 years of experience in business development
• Strong track record of delivering value in a customer environment while generating profit
• Strong presentation, communication and negotiation skills
• Experience in the IT industry and IT consulting, specifically in software implementation and Project Management with Microsoft Dynamics 365 Finance and Operations (ERP) and CRM required
• Proven client engagement capability
• Ability to translate strategic direction into tactical deliverables
• Strong communication and interpersonal skills
• Ability to travel up to 50%

Tech Stack

• ERP

Benefits

• Work/Life Balance with Unlimited Paid Time Off (UPTO)
• 401k Plan with Company Matching Contribution
• Monthly Stipend for Home Office Expenses
• Subsidized Medical, Dental and Vision Coverage
• Health Savings and Flexible Spending Accounts
• Company Paid Life and Disability Insurance
• Training, Certification and Continuing Education Support